Director, Data Center Operations AMER

JLL empowers you to shape a brighter way.  

Our people at JLL and JLL Technologies are shaping the future of real estate for a better world by combining world class services, advisory and technology for our clients. We are committed to hiring the best, most talented people  and empowering them to  thrive, grow meaningful careers and to find a place where they belong.  Whether you’ve got deep experience in commercial real estate, skilled trades or technology, or you’re looking to apply your relevant experience to a new industry, join our team as we help shape a brighter way forward.   

The Role

• To manage the effective and efficient operations of the AMERICAS Infrastructure & Operations function and ensure departmental alignment with the organisations business operations

• The role includes the management if the IT Infrastructure & Operations team and will provide leadership ensuring that all team members are motivated, coached and developing their skills and experience to support the service provision.  The role will require line management, primarily technical/project resource. Managing delivery through a blend of captive and outsourced service operating models.

• This role will drive the operational relationships within the JLLT/CI&A towers within AMERICAS region.

• Ensure cost effective and robust I&O service delivery – Work with IT Services Management / Security functions to define and deliver solutions to meet agreed business/technical requirements

Responsibilities

• Manage the availability of IT Infrastructure services working in partnership with 3rd party providers

• Monitor and report regularly to key stakeholders. IT performance relative to service commitments

• Define & Deliver a continual improvement plan in line with the IT Strategy & Roadmap.

• Create and deliver on proposals for improving systems performance and enhancing delivery

• CI&A AMERICAS Budgetary responsibility/management in relation to I&O across the AMERICAS region

• Act as the key liaison across all functional areas, including business units, the information technology department, and outside vendors

• Ensure ALL Infrastructure related Incidents and work requests are appropriately prioritised and dealt with in line with agreed SLAs

• Input into (AMERICAS) IT Infrastructure & Operational suite of reporting and metric packs inc. that of key partners. Ensuring regular meaningful MI is provided to JLL requestors within the process.

• Major technology project engagement – early engagement on major technology projects run by all towers.  Have input on the operational aspects of each projects within region to promote best practice and define potential solutions

• Vendor engagement – build effective relationships with key vendors and develop and maintain an understanding of their product roadmaps

• Develop a knowledge and comprehension of the JLL Technology strategy and road map to a point where it can be communicated to the business stakeholders of all levels in a language, they will understand

• Oversee the launch of regional CI&A solutions and help to maximize the positive impact on the organisation

• Collaborate with the Project Management Office on the intake process and prioritisation of candidate projects across the region

Experience

• Minimum of 15 years in a Technology leadership role or equivalent combination of education and experience

• Strong customer and delivery focus, meeting and exceeding customer experience!

• Experience of operating at a senior management level in IT, preferably global business, experience in delivering through a range of IT operating models including on premise, shared and outsourced operating including IaaS

• Demonstratable IT Domain Knowledge including:
• Network: SDWAN, VPN, Switching, Routing, NGFW

• Communications: Teams/Cisco IPT, Avaya, Teams, WebEx
• Collaboration Tools (Sharepoint, O365
• Compute: HCI, VMware, Nutanix, Nasuni
• VDI Solutions: Citrix, AWS
• Storage: SAN, NAS, DELL/EMC, Solid State, NetApp
• Service Management: ITIL, IPC, ServiceNow
• Knowledge of Public/Private cloud Platforms (Azure/AWS)

• Experienced in working on multiple technology projects at once

• Demonstrable ability to co-ordinate a diverse set of resources and teams, ensuring focus upon a set of agreed business goals / objectives

• Able to define ‘best practice’ and relate to the development of required processes, to support the ope